[Hiring] Customer Service Representative @Trinity Health

Role Description

Performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate, and professional follow-up and resolution to customer complaints, problems, issues, and general inquiries. This position reports to the Supervisor PFS Customer Service.

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests, and related functions as part of the revenue cycle process for an assigned PBS location.
• Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems, and general inquiries in a timely, responsive, and efficient manner.
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken, and results in appropriate system(s).
• Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
• Performs communication and follow-up processes related to customer service and ensures such activities are submitted timely, tracked, trended, and reported to key stakeholders.
• Performs other duties as needed and assigned by the supervisor.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Qualifications

• High school diploma or Associate's degree in Accounting or Business Administration or related field.
• Successful completion of Trinity Health Trainee program and achievement of related program productivity and quality standards or at least one (1) year of experience and relevant knowledge of revenue cycle functions and systems.
• Experience in a complex, multi-site environment preferred.
• Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner.
• Excellent verbal and written communication skills and organizational abilities.
• Strong interpersonal skills in interacting with internal and external customers.
• Accuracy, attention to detail, and time management skills.
• Ability to work independently and operate keyboard and telephone effectively.
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
• Completion of regulatory/mandatory certifications and skills validation competencies preferred.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence characterized by honesty, integrity, and caring.

Requirements

• This position operates in a typical office environment.
• The area is well lit, temperature controlled, and free from hazards.
• Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.
• Manual dexterity is needed in order to operate a keyboard.
• Hearing is needed for extensive telephone and in-person communication.
• The environment requires the ability to concentrate, meet deadlines, work on several projects simultaneously, and adapt to interruptions.
• Must be able to set and organize own work priorities and adapt to them as they change frequently.
• Must be able to work concurrently on a variety of tasks/projects in a potentially stressful environment.
• Must possess the ability to comply with Trinity Health policies and procedures.

Company Description

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.